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    Help Desk/Network Tech - Sacramento, CA, United States - SBM Management

    SBM Management
    SBM Management Sacramento, CA, United States

    1 week ago

    Default job background
    Full time
    Description
    Position at SBM Management

    The Help Desk Technician III will p rovide end user IT support to SBM employees, both locally and remotely.

    The tech III will be r esponsible for ensuring that executive employees' systems and devices are functioning properly.

    Tasks may include answering support phone calls and tickets for multiple IT supported services and environments including desktop and mobile devices, servers, networks, telephony, applications, access, and general use questions .

    The Tier III tech will manag e escalated tickets that could not be solved by Tier I or Tier II support or directing to the correct process as required .

    This individual may assist project teams with technical issues in the initiation and planning phases of standard Project Management Methodology.


    Responsibilities:
    Provide support for IT related problems for executive staff. Using technical knowledge and remote support tools to assist, attempt resolution of problems related to system issues or application related issues, including OS, MS Office, or other SBM supported internal applications
    Provide Tier III support for escalated help desk tickets. Investigate, troubleshoot, and document problems
    Provide backup support for Tier I and II help desk tickets
    Provide end user training in applications or operating system fundamentals
    Support end users with virus/malware related issues and help repair systems and train end users on safe and secure IT behaviors
    Configure hardware, devices, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements. Participate in the PC Imaging process for desktops and laptops
    Provide user account, passwords, and access as requested, using standard procedures
    Maintain end user installation and configuration procedures, documentation, and training information
    Perform routine system monitoring of systems, standard processes, and scheduled jobs for executive staff
    Ensure all executive staff systems are routinely backed up and readily available
    Assist in the repair and recover from hardware or software failures and system outages, by coordinating and communicate with impacted constituencies
    Log all help desk interactions
    Maintain operational procedures
    Prepare and distribute standard activity and customized reports
    Work under the general supervision of the IT Director and Help Desk Manager, directly with the Network Engineer and Systems Administrator
    Review technical manuals to learn correct settings for equipment


    Qualifications:
    Associate (2-year) degree, with a technical major, such as computer science, plus five years related experience and/or training; or equivalent combination of education and experience
    May be required to have a valid driver's license
    Advanced knowledge of Microsoft Office products, desktop computers, and mobile devices.
    Basic familiarity with networked/distributed computing environment, and concepts; for example, can remove malware from a computer, can image a laptop, and can setup printers
    Familiarity with most basic system administration tools and processes; for example, can reboot/shut down a machine, add and remove user accounts, use backup programs
    Fundamental understanding of an operating system
    As systems are changed and upgraded it is required to stay current on knowledge of the environment being supported
    Excellent customer support skills

    Compensation:
    $36.06 per hour

    Shift: 1st

    SBM Management Services, LP and its affiliates are proud to be equal opportunity workplaces.

    We are committed to equal employment opportunity regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.

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